KR101987114B1 - Hybrid chat providing method using predefined conversation flow and hybrid chat service server - Google Patents

Abstract

Provided are a hybrid chat providing method and a hybrid chat service server using a predefined chat flow. The hybrid chat providing method is a computer-implemented method, the method comprising: providing a plurality of conversation modes including a human mode and a bot mode, and a conversation mode selected by an operator among the plurality of conversation modes. And a chat mode, wherein the human mode is a mode in which the operator manually chats with a chat counterpart, and the bot mode is one in which a bot is one of a plurality of predefined conversation flows. Is a mode for automatically chatting with the chat counterpart on behalf of the operator according to the selected conversation flow, wherein the plurality of conversation flows are performed by the bot according to each scenario and the performance of the tasks. The order is defined.

Description

HYBRID CHAT PROVIDING METHOD USING PREDEFINED CONVERSATION FLOW AND HYBRID CHAT SERVICE SERVER}

The present invention relates to a hybrid chat, and more particularly, to a hybrid chat providing method and a hybrid chat service server using a predefined chat flow.

Chatbots are computer programs that can conduct conversations using voice or text. Chatbots are also called talkbots, chatterbots, or simply bots. The chatbot may be used for various purposes including a customer service or information acquisition in an interactive interface system such as a messenger service. Some chatbots are performed by scanning keywords in a message, retrieving a response that matches the scanned keyword in a database, and providing a retrieved response. Some other chatbots are performed using more sophisticated natural language processing systems. Natural language processing is a computer system that processes human language through form analysis, semantic analysis, and conversation analysis, which enables more natural conversation.

Hybrid chat is a way for people and chatbots to talk to each other in parallel. The chatbot has the advantages of relatively low cost and fast response speed, but has a disadvantage of low accuracy of response. People have the disadvantage of relatively high cost and limited response time, but have the advantage of high accuracy of response. In the situation where natural language processing cannot be completed, hybrid chat is proposed to compensate for both disadvantages, and can perform well in terms of cost, response speed and time, and accuracy of response.

Publication No. 10-2015-0037804, 2015.04.08.

The problem to be solved by the present invention is to provide an improved hybrid chat providing method and a hybrid chat service server.

Problems to be solved by the present invention are not limited to the above-mentioned problems, and other problems not mentioned will be clearly understood by those skilled in the art from the following description.

Hybrid chat providing method according to an aspect of the present invention for solving the above problems, a method implemented by a computer, providing a plurality of conversation modes including a human mode and a bot mode And operating a chat in a conversation mode selected by an operator among the plurality of conversation modes, wherein the human mode is a mode in which the operator manually chats with a chat counterpart, and the bot mode is a bot preset. A mode for automatically chatting with the chat counterpart on behalf of the operator according to a conversation flow selected by the operator among a plurality of conversation flows defined, and the plurality of conversation flows are performed by the bot according to each scenario. At least one task to be performed and a sequence of performing the task are defined.

In some embodiments, the method of providing hybrid chat further comprises providing a bot builder for editing the plurality of conversation flows, wherein the bot builder is configured to correspond to a plurality of predefined functions. And a conversation flow includes a plurality of nodes selected by a designer among a plurality of nodes provided by the bot builder and at least one line connecting the selected plurality of nodes.

In addition, the predefined different functions include at least one of data input request, message response, conversation flow connection, external API utilization, payment, data recording, parameter setting, operator call, and natural language processing.

In some embodiments, the method of providing a hybrid chat further comprises providing the operator with a list regarding the predefined plurality of chat flows, the list being in a chat window for the chat counterpart or in the chat window. It is placed in a position adjacent to.

The hybrid chat service server according to another aspect of the present invention for solving the above problems provides a plurality of conversation modes including a human mode and a bot mode, the operator of the plurality of conversation modes A conversation mode manager configured to operate a chat in a selected conversation mode, wherein the human mode is a mode in which the operator manually chats with a chat counterpart, and the bot mode includes a plurality of conversation conversations in which a bot is predefined. is a mode for automatically chatting with the chat counterpart on behalf of the operator according to a conversation flow selected by the operator during the flow, and the plurality of conversation flows include at least one task that the bot should perform according to each scenario. And the order in which the work is performed.

In some embodiments, the hybrid chat service server further comprises a bot builder for editing the plurality of conversation flows, the bot builder providing a plurality of nodes corresponding to different predefined functions. The conversation flow includes a plurality of nodes selected by a designer among a plurality of nodes provided by the bot builder and at least one line connecting the selected plurality of nodes.

In addition, the predefined different functions include at least one of data input request, message response, conversation flow connection, external API utilization, payment, data recording, parameter setting, operator call, and natural language processing.

In some embodiments, the hybrid chat service server further comprises a user interface for providing the operator with a list of the plurality of predefined chat flows, the list being in a chat window for the chat counterpart or in the chat. It is placed in a position adjacent to the window.

Other specific details of the invention are included in the detailed description and drawings.

According to the present invention described above, at least one task to be performed by the bot according to each scenario and a plurality of conversation flows in which the order of performing the tasks are defined in advance, wherein the bot is an operator of the plurality of conversation flows. By automatically chatting with the chat partner on behalf of the operator according to the selected conversation flow, it is possible to automate simple and repetitive tasks, and further improve performance such as the cost, response speed and time of hybrid chat, and the accuracy of the response. .

Effects of the present invention are not limited to the effects mentioned above, and other effects not mentioned will be clearly understood by those skilled in the art from the following description.

1 is a block diagram schematically illustrating an environment to which a hybrid chat providing method according to an exemplary embodiment of the present invention is applied.
FIG. 2 is a block diagram schematically illustrating a configuration of the hybrid chat service server of FIG. 1.
3 is a diagram illustrating an exemplary dialog flow editing interface provided by the bot builder of FIG. 1.
4 is a diagram illustrating a configuration of a dialogue flow for an exemplary scenario after completion of order cancellation.
FIG. 5 is a diagram illustrating a chat window in which a chat is automatically performed according to a chat list relating to an exemplary scenario after completion of order cancellation by a bot and a list of a plurality of chat flows.
6 is a flowchart schematically illustrating a conversation flow predefined process of a hybrid chat providing method according to an exemplary embodiment of the present invention.
7 is a flowchart schematically illustrating a bot mode performing process of a hybrid chat providing method according to an exemplary embodiment of the present invention.

Advantages and features of the present invention and methods for achieving them will be apparent with reference to the embodiments described below in detail with the accompanying drawings. However, the present invention is not limited to the embodiments disclosed below, but can be embodied in various different forms, and the present embodiments only make the disclosure of the present invention complete, and those of ordinary skill in the art that It is provided to fully inform the skilled worker of the scope of the invention, which is defined only by the scope of the claims.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. In this specification, the singular also includes the plural unless specifically stated otherwise in the phrase. As used herein, "comprises" and / or "comprising" does not exclude the presence or addition of one or more other components in addition to the mentioned components. Like reference numerals refer to like elements throughout, and "and / or" includes each and all combinations of one or more of the mentioned components.

Unless otherwise defined, all terms used in the present specification (including technical and scientific terms) may be used in a sense that can be commonly understood by those skilled in the art. In addition, terms that are defined in a commonly used dictionary are not ideally or excessively interpreted unless they are specifically defined clearly.

"Bot" means a computer program that can conduct conversations using voice or text. "Bot" also means a computer program that can mimic the actions of a person and perform certain automated tasks. "Chat" means a conversation on a communications network using a computer system. "Hybrid chat" refers to a manner in which a person and a bot communicate with a chat counterpart in parallel.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram schematically illustrating an environment to which a hybrid chat providing method according to an exemplary embodiment of the present invention is applied.

Referring to FIG. 1, a hybrid chat service server 100 is connected to a user device 200 and a messenger service server 300. Although not explicitly illustrated, the hybrid chat service server 100 may be connected to the user device 200 and the messenger service server 300 through one or more communication networks. The communication network includes a wired communication network, a wireless communication network or a combination thereof. Topologies, protocols, communication schemes, etc. of a communication network may be variously modified according to embodiments.

The hybrid chat service server 100 provides a hybrid chat service. The hybrid chat service server 100 transmits the message input by the user or the message generated by the bot to the chat counterpart through the messenger service server 300. In addition, the hybrid chat service server 100 receives a message input by the chat counterpart through the messenger service server 300 and delivers the received message to a user or a bot. It is difficult for the chat partner to know whether the delivered message is input by the user or generated by a bot.

User device 200 represents a computer system used by the user. For example, the user device 200 may be a computer system such as a smartphone, a tablet, a personal digital assistant, a desktop, a laptop, and the like, but is not limited thereto. . User device 200 may be any computer system including a communication module, a processor, and a memory. Here, the user includes an operator and a designer. The operator means a person who directly chats with a chat counterpart described later. For example, the operator may be a customer counselor, but is not limited thereto. In addition, the designer means a person who pre-defines a conversation flow to be described later. In some cases, the operator and the designer may be the same person or different people. Meanwhile, the user device 200 used by the operator and the user device 200 used by the designer may be different from each other.

The messenger service server 300 provides a messenger service between the user and the chat counterpart. The user and the chat counterpart may chat using a messenger service. That is, the messenger service server 300 enables the exchange of information or data between the user device 200 and the chat counterpart device. The transmission message and the reception message of the user and the chat counterpart may be displayed in a chat window of each messenger. The messenger service may support not only text messages but also various types of information or data such as images, videos, emoticons, and voice messages. The messenger service may be provided as a web service or an app service, but is not limited thereto. In some embodiments, for example, the messenger service server 300 may be a server that provides a messenger service of any one of commercial messenger services such as KAKAO TALK, LINE, Facebook Messenger, Wechat, and the like. In some other embodiments, the messenger service server 300 may be a server that provides certain messenger services (restricted to the hybrid chat service) associated with the hybrid chat service. In some other embodiments, the messenger service server 300 may be provided by a subject together with the hybrid chat service server 200. In this case, although not clearly illustrated, the messenger service server 300 and the hybrid chat service server 200 may be integrated into one server and provided.

The chat partner device represents a computer system used by the chat partner to chat with the user. Like the user device 200, for example, the chat counterpart device may be a computer system such as a smart phone, a tablet, a PDA, a desktop, a laptop, and the like, but is not limited thereto, and includes a communication module, a processor, and a memory. May be any computer system.

FIG. 2 is a block diagram schematically illustrating a configuration of the hybrid chat service server of FIG. 1.

Referring to FIG. 2, the hybrid chat service server 100 includes a conversation mode management unit 110, a bot builder 120, an artificial intelligence unit 130, a user interface unit 140, and a database unit 150.

The conversation mode manager 110 manages a conversation mode. The chat mode manager 110 provides a plurality of chat modes, and operates a chat in a chat mode selected by the user (here, the operator). The plurality of conversation modes include a human mode and a bot mode. The human mode is a mode for allowing the operator to manually chat with the chat counterpart. That is, the human mode is a mode for delivering a message input by the operator to the chat counterpart. The bot mode is a mode in which a bot automatically chats with the chat counterpart on behalf of the operator. Here, 'chatting automatically' means that the bot analyzes the response matched to a specific keyword in the chat partner's message or the intent of the message without the operator's intervention and sends a message corresponding to the analyzed intent. It means to create, and deliver the message generated by the bot to the other party. In the bot mode, the bot chats according to a conversation flow selected by the operator among a plurality of conversation flows. The plurality of conversation flows are predefined as described below. In the plurality of dialogue flows, at least one task to be performed by the bot and a sequence of performing the tasks are defined according to each scenario. Here, "work" basically means creating a message for dialogue. In addition, "job" means performing a predetermined function such as a data input request as described later. Each scenario may be for a formal situation such as, for example, order cancellation, order change, delivery status check situation, and the like. That is, the plurality of conversation flows define a simple and repetitive task and an order of performing the tasks that the bot should perform according to a scenario for a formal situation. This dialogue flow limits the operating range of the bot.

The bot builder 120 is for editing the plurality of conversation flows. As will be described later, the bot builder 120 provides an interactive flow editing interface of a flowchart preparation method. The bot builder 120 provides a plurality of nodes corresponding to different predefined functions. The user (in this case, the designer) may select some nodes of the plurality of nodes and edit the dialogue flow by connecting the selected some nodes with lines. As such, the conversation flow comprises a plurality of nodes selected by a designer among the plurality of nodes provided by the bot builder 120 and at least one line connecting the selected plurality of nodes. Here, the predefined different functions include, for example, at least one function of data input request, message response, conversation flow connection, external API utilization, payment, data recording, parameter setting, operator call, natural language processing. can do. A data input request means receiving data from the chat counterpart, a message response means setting a message to be transmitted to the chat counterpart, a chat flow connection means moving from a current chat flow to another chat flow, External API utilization means performing an external API, payment means performing payment using an arbitrary payment method, and data recording means recording data input from the chat counterpart in a local database or cloud storage. The parameter setting means setting the information input by the chat counterpart as a parameter for performing a predetermined function. An operator call means calling the operator. Natural language processing performs a natural language processing function. Meaning . However, the predefined different functions are not limited to the above examples.

The artificial intelligence unit 130 provides artificial intelligence realized by a computer program. The artificial intelligence unit 130 functions as a bot. The artificial intelligence unit 130 performs at least one task according to the dialogue flow selected by the operator. The artificial intelligence unit 130 generates a message or performs a predetermined function such as the above-described data input request. The artificial intelligence unit 130 provides natural language processing. The artificial intelligence unit 130 may analyze the intention of the message of the chat counterpart and generate a response corresponding to the analyzed intention as a message. The artificial intelligence unit 130 may move from the current conversation flow to the conversation flow corresponding to the analyzed intention and continue chatting with the chat counterpart according to the moved conversation flow. In some embodiments, the artificial intelligence unit 130 may use an external natural language processing engine. The artificial intelligence unit 130 may continuously improve the accuracy of the response by performing machine learning.

The user interface unit 140 is for interfacing with the user. The user interface unit 140 provides predetermined information to the user and obtains predetermined information from the user. The user interface 140 may provide the user with a chat window of a messenger as it is, or may provide a modified part of the chat window, or provide a new type of chat window suitable for a hybrid chat service. The user interface unit 140 provides the operator with a list of the plurality of predefined conversation flows. The operator can select one conversation flow in the list. The list may be disposed in or adjacent to the chat window with respect to the chat counterpart.

The database unit 150 stores various data. The database unit 150 may store responses for each keyword. In addition, the database unit 150 may store the plurality of conversation flows. In addition, the database unit 150 may store a message exchanged with the chat counterpart, data or information received from the chat counterpart, a payment record, and the like.

Although not explicitly illustrated, the hybrid chat service server 100 may further include other components not shown in FIG. 2.

3 is a diagram illustrating an exemplary dialog flow editing interface provided by the bot builder of FIG. 1.

Referring to FIG. 3, an exemplary dialog flow editing interface includes a dialog flow edit list 10, a node palette 20, and a canvas 30.

The example conversation flow edit list 10 includes conversation flows for various scenarios such as entry flow 11, order cancellation, order change, delivery status confirmation, and the like. The entry flow 11 is for a scenario of a situation where a chat with a chat counterpart is started. An exemplary entry flow 11 transmits a greeting message, sets a phone number of the chat partner as a parameter, and talks any one of a plurality of chat flows such as canceling an order or changing an order according to the chat partner's message. It is configured to go to.

The node palette 20 provides a plurality of nodes 21 corresponding to different predefined functions. The designer may edit and compose a conversation flow by selecting a predetermined node 21 among the plurality of nodes 21 provided in the node palette 20 and inputting it to the canvas 30. For example, a predetermined node 21 may be input to the canvas 30 by a drag and drop method, but the input method is not limited thereto. In addition, the designer may connect each node 31 input to the canvas 30 with a line 32 to define the order from the start node 31 to the end node 31.

4 is a diagram illustrating a configuration of a dialogue flow for an exemplary scenario after completion of order cancellation.

Referring to Figure 4, after completing the order cancellation dialog flows about the guide scenario (12) to the chat partner, "Customer, the order was canceled safely. Thank you, ”and then respond with the message“ Would you like to help me place a new order? ”And, if the chat partner's message contains“ yes ”, It is composed of a plurality of nodes 33 and a line 34 to move to the chat flow or to respond with the message "Thank you for using" if the message of the chat partner includes "no".

FIG. 5 is a diagram illustrating a chat window in which a chat is automatically performed according to a chat list relating to an exemplary scenario after completion of order cancellation by a bot and a list of a plurality of chat flows.

Referring to FIG. 5, a chat window 40 and a list 50 of a plurality of conversation flows are shown. At the top of the chat window 40, a plurality of objects 41 and 42 in the form of buttons for selecting a human mode or a bot mode are displayed. The operator may select one of the plurality of objects 41 and 42 to select a human mode or a bot mode. The position at which the plurality of objects 41 and 42 are displayed may vary in various embodiments. In addition, the method of selecting the human mode or the bot mode is not limited to the above button selection method. Inside the chat window 40, the bot created the message, “Customer, it was safely canceled. Thank you. ”,“ Can I help you place a new order? ”And“ Thank you for using. ”

The list 50 regarding the plurality of conversation flows is arranged on the right side of the chat window 40 adjacent to the chat window 40. The operator can select the desired conversation flow 51 from the list 50 relating to the plurality of conversation flows. Meanwhile, the list 50 regarding the plurality of conversation flows may be arranged in the chat window.

Although not explicitly shown, a chat list may be provided to the operator. The chat list displays information about a plurality of chats in which the operator participates. The operator may perform a plurality of chats simultaneously with a plurality of chat counterparts by setting some chats in a human mode and some chats in a bot mode. The chat list may display the number of chats operated in bot mode and the number of chats operated in human mode.

6 is a flowchart schematically illustrating a conversation flow predefined process of a hybrid chat providing method according to an exemplary embodiment of the present invention. For convenience of description, descriptions overlapping with those described above will be omitted.

Referring to FIG. 6, first, a bot builder for editing a plurality of dialogue flows is provided (S410).

Subsequently, a plurality of conversation flows are predefined according to a user's selection (S420). The user may edit and configure the dialogue flow using a plurality of nodes and lines in the dialogue flow editing interface provided by the bot builder.

7 is a flowchart schematically illustrating a bot mode performing process of a hybrid chat providing method according to an exemplary embodiment of the present invention. For convenience of description, descriptions overlapping with those described above will be omitted.

Referring to FIG. 7, first, a plurality of conversation modes including a human mode and a bot mode are provided (S510).

Subsequently, the chat is operated in the conversation mode selected by the user among the plurality of conversation modes (S520).

Subsequently, it is determined whether the conversation mode selected by the user is the bot mode (S530).

Subsequently, if the conversation mode selected by the user is a bot mode, a list of a plurality of predefined conversation flows is provided to the user (S540).

Subsequently, the bot performs an automatic chat with the chat counterpart according to the conversation flow selected by the user in the list (S550).

According to a hybrid chat providing method and a hybrid chat service server according to an exemplary embodiment of the present invention, a plurality of conversation flows in which at least one task and a sequence of performing the tasks are defined in advance according to each scenario are defined in advance. Allow the bot to automatically chat with the chat counterpart on behalf of the operator according to the conversation flow selected by the operator among the plurality of conversation flows, automating simple and repetitive tasks, cost, response speed and time of hybrid chat, You can further improve performance, such as the accuracy of the response.

The steps of a method or algorithm described in connection with an embodiment of the present invention may be implemented directly by a hardware module (Field Programmable Gate Array (FPGA), integrated circuit (IC), etc.) or by a software module (computer program executed by a hardware module). , Smart phone application, etc.), or a combination thereof. Software modules may include random access memory (RAM), read only memory (ROM), erasable programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), flash memory, hard disk, removable disk, CD-ROM, or It may reside in any form of computer readable recording medium well known in the art.

In the above, embodiments of the present invention have been described with reference to the accompanying drawings, but those skilled in the art to which the present invention pertains may implement the present invention in other specific forms without changing the technical spirit or essential features. I can understand that. Therefore, it should be understood that the embodiments described above are exemplary in all respects and not restrictive.

Claims (10)

As a method realized by a computer,
Providing, by the conversation mode manager, a plurality of conversation modes including a human mode and a bot mode; And
By the conversation mode management unit, operating the chat in the conversation mode selected by the operator of the plurality of conversation modes,
The human mode is,
A mode for allowing the operator to manually chat with a chat counterpart;
The bot mode,
A mode in which a bot automatically chats with the chat counterpart on behalf of the operator according to a conversation flow selected by the operator among a plurality of predefined conversation flows,
The plurality of conversation flows,
According to each scenario, at least one task to be performed by the bot and a sequence of performing the tasks are defined.
Providing, by a bot builder, a conversation flow editing interface for editing the plurality of conversation flows,
The conversation flow editing interface includes a conversation flow editing list, a node palette, a canvas,
The conversation flow edit list includes a conversation flow about the scenario,
The node palette provides a plurality of nodes corresponding to different predefined functions,
The dialogue flow is edited by inputting a predetermined node selected by a designer among the plurality of nodes provided in the node palette to the canvas,
The predetermined node is input to the canvas in a drag-and-drop manner, and the predetermined node input to the canvas has each node connected by a line by the designer, and a start node of the dialogue flow according to the connected line. Is defined in order from the end node to
Hybrid chat provisioning method using predefined conversation flow. The method of claim 1,
The user interface unit further comprises the step of providing a chat list to the operator,
The chat list displays information about a plurality of chats in which the operator participates.
Hybrid chat provisioning method using predefined conversation flow. The method of claim 1,
The predefined different functions are
Including at least one function of data entry request, message response, conversation flow connection, external API utilization, payment, data logging, parameter setting, operator call, natural language processing,
Hybrid chat provisioning method using predefined conversation flow. The method of claim 1,
Providing, by a user interface unit, a list of the predefined plurality of conversation flows to the operator,
The list is disposed within or adjacent the chat window for the chat counterpart;
Hybrid chat provisioning method using predefined conversation flow. A computer-readable recording medium having stored thereon a computer program for performing the method of providing a hybrid chat using the predefined conversation flow of claim 1. A computer program, coupled to a computer, stored in a computer readable recording medium for performing a method of providing a hybrid chat using the predefined conversation flow of any one of claims 1 to 4. Providing a plurality of conversation modes including a human mode and a bot mode, and including a conversation mode manager configured to operate a chat in a conversation mode selected by an operator among the plurality of conversation modes;
The human mode is,
A mode for allowing the operator to manually chat with a chat counterpart;
The bot mode,
A mode in which a bot automatically chats with the chat counterpart on behalf of the operator according to a conversation flow selected by the operator among a plurality of predefined conversation flows,
The plurality of conversation flows,
According to each scenario, at least one task to be performed by the bot and a sequence of performing the tasks are defined.
A dialog flow editing interface for editing the plurality of dialog flows,
The conversation flow editing interface includes a conversation flow editing list, a node palette, a canvas,
The conversation flow edit list includes a conversation flow about the scenario,
The node palette provides a plurality of nodes corresponding to different predefined functions,
The dialogue flow is edited by inputting a predetermined node selected by a designer among the plurality of nodes provided in the node palette to the canvas,
The predetermined node is input to the canvas in a drag-and-drop manner, and the predetermined node input to the canvas has each node connected by a line by the designer, and a start node of the dialogue flow according to the connected line. Is defined in order from the end node to
Hybrid Chat Service Server. The method of claim 7, wherein
Include more chat lists,
The chat list displays information about a plurality of chats in which the operator participates.
Hybrid Chat Service Server. The method of claim 7, wherein
The predefined different functions are
Including at least one function of data entry request, message response, conversation flow connection, external API utilization, payment, data logging, parameter setting, operator call, natural language processing,
Hybrid Chat Service Server. The method of claim 7, wherein
A user interface unit which provides the operator with a list of the plurality of predefined conversation flows,
The list is disposed within or adjacent the chat window for the chat counterpart;
Hybrid Chat Service Server.

Images